Note: The job is a remote job and is open to candidates in USA. Khloud is a company focused on operations and customer service, and they are seeking a Customer Service Representative. This role is responsible for managing the order lifecycle, ensuring accurate processing, and maintaining communication with retail and wholesale accounts.
Responsibilities
- Own the full lifecycle of purchase orders from receipt through fulfillment
- Review, validate, and enter orders into internal systems (EDI and/or manual entry)
- Confirm order quantities, pricing, ship windows, and routing requirements
- Ensure alignment between incoming orders, inventory availability, and production schedules
- Proactively identify risks to fill rate, including inventory shortfalls or shipping delays
- Communicate cuts, delays, and push-outs to customers in a timely and professional manner
- Partner with Supply Chain and Planning teams to mitigate issues and improve outcomes
- Track and manage all open order exceptions through to resolution
- Serve as the primary point of contact for assigned retail and wholesale accounts
- Respond to all customer inquiries within defined service level agreements
- Maintain clear, professional, and proactive communication at all times
- Provide regular updates on order status, delays, and issue resolution
- Ensure all orders meet applicable retailer compliance requirements (routing, labeling, ASN accuracy)
- Monitor and work to reduce chargebacks tied to execution errors
- Maintain accurate and up-to-date records of order status, changes, and communications
- Support continuous improvement of customer service processes, tools, and reporting
- Track and report on key performance indicators such as fill rate, on-time shipment, and order accuracy
- Identify trends and surface insights related to order patterns, inventory flow, and account performance
- Partner with Sales and Operations to support forecasting, promotional readiness, and replenishment planning
- Build and maintain reporting to support proactive account management and internal visibility
Skills
- 2–4 years of experience in customer service, order management, or supply chain
- Familiarity with national retail accounts and an understanding of retailer compliance expectations
- Experience with EDI platforms and order management systems
- Proficiency in Microsoft Excel; comfort working with data and reporting
- Strong written and verbal communication skills with a professional, customer-first approach
- Highly organized with exceptional attention to detail
- Ability to manage multiple priorities simultaneously in a fast-paced, less structured environment
- Analytical mindset with the ability to translate data into clear, actionable insights
- CPG experience preferred
Company Overview